Social media crisis communication in racially charged crises: Exploring the effects of social media and image restoration strategies

Triantafillidou, Amalia; Yannas, Prodromos

doi:10.1016/j.chb.2020.106269

Cited by 44 publications

(34 citation statements)

References 77 publications

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“…There is ample evidence supporting the positive effect of crisis management through social media; however, there is little agreement regarding what constitutes effective crisis communication (Roshan et al , 2016). Furthermore, the discussions on social-mediated crisis response strategies in the hospitality and restaurant context have been limited (Triantafillidou and Yannas, 2020). As a step toward formulating a strategy for writing meaningful messages considering the COVID-19 scenario, this study first attempted to understand the public perception of the current situation, which provides guidance for developing an appropriate strategy for social media posts (Coombs, 2007).…”

Section: Literature Reviewmentioning

confidence: 99%

Examining restaurant purchase intention during crises: the role of message appeal

Kim

Bai

2021

IJCHM

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Purpose This paper aims to examine the joint role of the pandemic-induced source of crisis (i.e. health and social crisis) based on Maslow’s Hierarchy of Needs and message appeal in customer perception of and behavioral intention toward a restaurant. Design/methodology/approach This study uses a 2 (source of crisis: social, health) × 2 (message appeal: social, health) between-subjects factorial design. A total of 181 samples was collected and data was analyzed by using ANCOVA and PROCESS. Findings The results showed a significant two-way interaction between source of crisis and message appeal on to-go intention. With the potential effect of risk aversion being controlled, message appeal significantly impacted perceived competence, which influenced both dine-in and to-go intentions. Practical implications The research findings suggest a crucial role of perceived fit between message appeal and customer concerns during crises. Therefore, restaurant managers should actively communicate their safety practices with their customers to inspire customer confidence. Originality/value This study identifies crisis dimensions based on human needs during crises such as the COVID-19 pandemic, which determines the persuasiveness of marketing messages.

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Section: Literature Reviewmentioning

confidence: 99%

Examining restaurant purchase intention during crises: the role of message appeal

Kim

Bai

2021

IJCHM

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“…An increasing number of scholars have advocated examining the increasing utilization of social media in crisis communication and suggested applying the engagement perspective to evaluate online audience responses ( DiStaso et al, 2015 , Guidry et al, 2017 , Jiang et al, 2016 , Triantafillidou and Yannas, 2020 ). Social media surpassed traditional media in meeting affected audiences’ informational and affective demands ( Eriksson and Olsson, 2016 , Freberg, 2012 , Jiang et al, 2016 , Xu and Wu, 2015 , Xu, 2020 ).…”

Section: Literature Reviewmentioning

confidence: 99%

Deny or bolster? A comparative study of crisis communication strategies between Trump and Cuomo in COVID-19

Yang

2022

Public Relations Review

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“…In most cases, posts in social media always contain more than one emotion. For instance, the anger and denial psychologies frequently appear simultaneously [ 33 ]. Moreover, the psychological matrix is established based on whether one post contains different emotions.…”

Section: Modelmentioning

confidence: 99%

A two-step rumor detection model based on the supernetwork theory about Weibo

et al. 2021

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Based on the supernetwork theory, a two-step rumor detection model was proposed. The first step was the classification of users on the basis of user-based features. In the second step, non-user-based features, including psychology-based features, content-based features, and parts of supernetwork-based features, were used to detect rumors posted by different types of users. Four machine learning methods, namely, Naive Bayes, Neural Network, Support Vector Machine, and Logistic Regression, were applied to train the classifier. Four real cases and several assessment metrics were employed to verify the effectiveness of the proposed model. Performance of the model regarding early rumor detection was also evaluated by separating the datasets according to the posting time of posts. Results showed that this model exhibited better performance in rumor detection compared to five benchmark models, mainly owing to the application of the supernetwork theory and the two-step mechanism.

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Social media crisis communication in racially charged crises: Exploring the effects of social media and image restoration strategies

Cited by 44 publications

References 77 publications

Examining restaurant purchase intention during crises: the role of message appeal

Examining restaurant purchase intention during crises: the role of message appeal

Deny or bolster? A comparative study of crisis communication strategies between Trump and Cuomo in COVID-19

A two-step rumor detection model based on the supernetwork theory about Weibo

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